What is In-App Support?
Mobile app developers are feeling more and more enthusiastic about providing a seamless customer experience. What is the burning question for them in this context? Delivering timely help to a user.
There are two teams here. Those developers who think that having support is senseless. And those who believe that a customer can drop a line via email or reach out to them on social media if an issue pops up. But let’s face it: such a user experience is terrible.
Isn’t it better to assist customers inside your system without bouncing between the applications? It’s in-app customer support I’m getting at.
What is in-app support?
As the name implies, in-app support represents instant help from a customer service team inside an application. No need to switch between hundreds of communication tools and reinvent the wheel. Everything happens within a single interface.
Such kind of support is possible if you integrate a chat SDK with your application. That is, you just take ready-made dev docs, follow simple instructions laid down there, and a chat widget appears inside your system.
6 reasons to set up in-app support
Given that technologies are gradually taking over the world, in-app help can be game-changing no matter the niche. What are its perks? They are out in the open:
1. Quicker responses with push notifications
In-app support allows you to build faster communication with customers. Let me explain. If you embed the HelpCrunch chat in your application, for example, clients will get your messages in the form of instant push notifications, so nothing will slip out of hand.
How to do that? Just read the documentation HelpCrunch offers for both iOS and Android SDKs to never miss a word your customers are saying.
2. Smoother self-service
In-app support isn’t just about a few lines of text where you sound robotic and write “Go there” and “Click there“. It could be more powerful than that.
Let’s say, you decide to rely on self-service. Yes, lots of clients prefer finding the info by themselves these days. Give them a little nudge then.
You can integrate a knowledge base in your app any time so that clients find the answers to their questions much faster. They’ll do it without third-party resources and leaving your application. See the example from Glovo, delivery company, and their help center inside the app:
3. Enhanced customer experience
Due to the lack of real-time interaction, customers may be left with no answers when navigating an app. Some brands often make a not so sound decision and redirect a user to a completely different platform offering their help. This interrupts users which leads to frustrations and customer churn.
In-app support can change the story for the better. If you add even a question mark icon to your app (not to mention a chat button), your customers will be indulged with timely communication and get their questions resolved with no hassle.
When using the HelpCrunch app, you’ll see both a question mark and the “Chat with us” button. So, you don’t have to go to our website and write us an email. We made it possible to contact our support team right from the app.
4. Improved client onboarding
A user who just logged in to your app has no idea of the ins and outs of your product or service. This when your proactive customer service inside the system can be of use.
Onboard a client by highlighting the key features, allow a quick sign-up, and show a user around step-by-step. Even one or two tutorial pop-ups make a world of difference.
5. Instant gratification
You see, your product or service acts as a mediator between you and customers. It is practically a powerful source of building a healthy rapport with the audience. Use this tool wisely.
In-app support technologies allow for measuring customer satisfaction metrics and check when and how your product or service should be improved.
After a user’s question is resolved, our customer success managers send a chat rating to assess the whole communication and experience. The result: the team has the incentive to be productive and all the valuable insights from clients are not late in coming.
6. Easy integration
Sure, your in-app support isn’t the only one your customers are using.
Your application’s help base should be integrated with the rest of your support channels so that your agents don’t switch from channel to channel looking for information. Make it easier to find within the chat window.
If you’re wondering where to grab such a solution, HelpCrunch has got one. Its chat APIs and SDKs are simple, straight-forward, and built to be developer-friendly. Unite the SDK with your app in minutes to support customers inside your app with a powerful chat.
Bottom line
The world is spinning, and so is in-app support. Every solution on the market has its own aces. However, having everything you need for stellar support rolled into one is always an excellent idea.
Why don’t you create a free account with HelpCrunch to test all its killer features from the inside? No strings attached, just navigate the app exploring the software and provide the best-in-class customer support.
Disclaimer: This article first appeared on the HelpCrunch blog at https://helpcrunch.com/blog/in-app-support/
